Wyndham Destinations
Location
Nevada | United States
Job description
The Senior Analyst, Telecom Operations provides support and consultation of technical solutions within the company’s telephony and contact center telecommunications environments within a complex multi-location, multi-national, and multi-vendor infrastructure. The technical scope of the role includes all contact center technologies consisting of technologies such as but are not limited to voice systems, call center technologies, PBX, gateways, voice networks, voicemail, call recording and ancillary support systems. The position is responsible for the daily operation, support, projects, and all related services for multiple technology platforms and services providing the organization continued profitability and contact with each other, our customers, and affiliates. Position provides infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on telecommunications equipment and applications. This position must maintain expert level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment to anticipate business, customer, cross-system, cross-process, and cross-project impacts. The ability to interact with vendors to locate opportunities and improvements as well as drive resolution will be frequent. Role may be assigned other tasks as required to support the overall shared services and organizational goals. Position will be required to carry a company issued smart phone to provide on-call support as required.
How You'll Shine
Responsible for the daily operation, support, projects, enhancements, and all related services for multiple technology platforms and services providing the organization continued profitability and contact with each other, our customers, and affiliates. Operational responsibilities include performing MACDs, troubleshooting of issues, maintaining high levels of system and user documentation, adherence to operational processes and policies, solution reliability, system security, compliance, and proactive monitoring through automated tools and daily testing.
Works closely with our engineers, analysts, IT peers, outside vendors, outside expert resources, internal technical and business resources to evaluate, develop, and propose innovative new technologies, methodologies, processes, and other improvements aimed at improving the effectiveness of the organization.
Must maintain expert level understanding and knowledge of the company’s applications, telecommunications and data system integration and must be able to understand changes needed within the environment to anticipate business, customer, cross-system, cross-process, and cross-project impacts.
Provides infrastructure support and testing for system patching, hardening, and hardware/software upgrades, system updates, and break/fix activities on telecommunications equipment.
Be accessible 24x7 to support the telecommunications infrastructure team to minimize the impacts of incidents, changes, upgrades, and installs on the function of the business and/or the contact center.
Performs other duties as needed
Travel Requirements
Travel may be required 5% of the time. This includes travel domestically and internationally.
What You'll Bring
Bachelor’s Degree in Computer Information Systems, Telecommunications, or related technical field and/or related experience with 4+ years of experience.
NICE CXone Administration and Scripting
CCNA-Voice or CCNA-Collaboration Preferred
Good oral and written communication skills, ability to work long hours under pressure during system outages and implementations.
Advanced level technical expertise of NICE CXone cloud platform.
Minimum 1 year experience with NICE CXone Scripting.
Advanced level technical expertise of telecommunication systems and management of complex telecommunications environments and infrastructures.
Experience with multiple voice and call center technologies such as but not limited to voice systems, call center technologies, PBX, gateways, voice networks, ACD, voicemail, call recording, and ancillary support systems.
Knowledge of WAN/LAN technologies and VoIP/SIP call routing technologies and protocols, including working knowledge of TCP/IP routers, SBC’s, servers, switches, firewalls, DNS, DHCP and Citrix Desktop deployments.
Proven ability to perform coordination and problem isolation.
Four or more years of experience in the support and development of solutions within complex telecommunications environments
Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
How You'll Be Rewarded:
We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:
Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected] , including the title and location of the position for which you are applying.
Job tags
Salary
